Customer Support Consultant

 Knowledge, Skills & Abilities Full-time | Hybrid 2 days/week in our Melbourne CBD office

Who is HammerTech?

As construction’s most trusted safety intelligence platform, HammerTech has a team focus where we build safer, smarter, better – together. Our workforce is committed to individual and team empowerment so that our innovative approach is sustained, the growth in our capability is continuous and we excel in enhancing safety within the construction industry.

Built for construction, HammerTech’s Safety Intelligence software was created to improve worker safety and solve efficiency challenges exacerbated by document management and form builder apps. Launched in 2013, HammerTech is now trusted by over 20,000 construction projects led by over 500+ of the best contractors like DPR Construction, Digital Realty, CRB, and Shawmut Design and Construction to make their job sites among the safest in the world.

Purpose

The main purpose of this role is to become a HammerTech customer support expert. You will apply your skills and knowledge to aid and support our customers through answering phone calls, responding to tickets (emails), problem solving technical issues, and providing customers with basic training. You are the face of the business and act as a conduit for the customer, liaising with other departments when and as needed.

Responsibilities

• Deliver responsive phone and email support to customers
• Provide advanced technical assistance and tailored solutions as required
• Leverage application expertise to diagnose issues, investigate root causes, and recommend effective solutions
• Collaborate with the Development team to resolve system bugs and technical issues
• Liaise with Product teams to communicate customer feedback on features and enhancements
• Support the configuration, maintenance, and management of client systems
• Maintain and update online support documentation as needed
• Contribute to ad hoc projects as required
• Engage in continuous improvement initiatives as directed
• Perform additional duties as required from time to time

Qualifications & Experience

• Online > Proficient in using major web browsers and familiar with their basic settings
• Software > Working knowledge of the Microsoft Office suite
• Hardware > Familiarity with both Apple and Android devices
• Customers > Experience interacting with customers (in person or over the phone) is ideal

Knowledge, Skills, & Abilities

• Problem Solving > Enjoys tackling complex challenges and identifying effective solutions
• Process Improvement > Proactively suggests new and improved ways of working
• Team Player > Enjoys working in small team environments where trust and reliability are crucial
• Adaptability > Comfortable working across different environments, including remote and office settings
• Relationship Building > Builds and maintains strong, positive working relationships
• Flexibility > Effectively manages competing priorities while meeting deadlines and targets
• Communication > Demonstrates excellent written and verbal communication skills

Benefits at HammerTech:

You’ll benefit from our balanced work-life culture with perks including:

• Flexible WFH arrangements – we trust you!
• Full LinkedIn Learning licence, with professional development and career mapping opportunities
• Birthday leave
• Work anniversary and quarterly recognition rewards
• Paid parental leave
• Generous employee referral bonus program
• Team Tune-Up Workshops
• Monthly catered office lunches
• Regular social events (both virtual and in-person) and employer-funded travel
• Annual Town Hall and End-of-Year events
• Modern CBD office with a fully stocked kitchen, just a 5-minute walk from Flinders Street Station
• Opportunities to grow your career and make an impact quickly

HammerTech values diversity and believes that our strength comes from including the perspectives of all kinds of contributors. We encourage people from underrepresented communities to apply, including racial minorities, LGBTQIA+, and those with disabilities. Accommodations are available during all stages of the recruitment process — please let us know of any needs we may not have accommodated.